●  PROJECT

COATS TECH CONNECT

AGENCY

Somo Global (CI&T)

ROLE

Lead UI Designer

YEAR

2021

●  OVERVIEW

Founded in 1755, Coats has become a global leader in the thread and textile industry, serving diverse sectors such as fashion, automotive, aerospace, and healthcare across 50 countries. Known for quality, innovation, and sustainability, Coats provides customised solutions for each market, constantly advancing textile technology to ensure customer satisfaction and industry leadership.

Coats Tech Connect is an app that allows customers to inquire about sewing threads, report production line issues, or discuss productivity improvements directly with a Coats technical expert via text, voice, or video call in real-time.

I was brought in to enhance the existing MVP by refining the user interface, implementing new features, and improving customer support capabilities.

CUSTOMER FLOW

●  SEAMLESS SUPPORT

From the Home Screen dashboard, customers have the opportunity to connect with Coats' Technical Advisors (TAs) to report production issues, request specific thread recommendations, or seek assistance in enhancing production efficiency. They can also conveniently access upcoming scheduled calls with their designated TAs and monitor the progress of their open requests, ensuring smooth and efficient communication. Additionally, we optimised the request form process, moving away from lengthy forms with input fields and drop-downs to a step-by-step approach, integrating various touch points and interactions to enhance the overall user experience.

●  SIMPLIFYING APPOINTMENT BOOKING

After submitting their request and assigning their TA, customers can schedule a call at their convenience. They can easily check their TA's availability and book an appointment accordingly. If the TA is online and available, customers also have the option for an instant call. We enhanced the overall UI by refining the information architecture and typographic hierarchy.

●  OPTIMISING OPERATIONS

To mitigate costly production delays, we introduced the instant call feature to the app. We also implemented call waiting screens and clear call-to-action buttons, empowering customers to easily manage their scheduled calls by either canceling or keeping them as needed.

●  ENHANCE CUSTOMER SATISFACTION

To uphold Coats' commitment to superior customer service, we incorporated a call rating feature, allowing customers to provide feedback on both the TA's assistance and the call quality. Utilising the bottom sheet UI, we encouraged users to easily share their responses.

●  THREAD SUPPORT TRANSFORMATION

Leveraging their extensive product expertise, Coats' Technical Advisors frequently receive requests from clients seeking thread recommendations tailored to specific applications. To streamline this process, we transitioned from an offline form to the Tech Connect App, enabling users to seek recommendations directly from the factory floor. Departing from the cumbersome input fields and drop-down menus of the previous approach, we introduced a visually engaging interface featuring chips and tactile buttons, enhancing the functional experience for users.

●  THREAD RECOMMENDATION ITEGRATION

Transitioning from an Excel spreadsheet format exported to PDFs and emailed to clients, we've integrated the thread recommendation process into the app, enabling users to access their recommendations conveniently through the updated messaging screen. With a sleek UI design, users can effortlessly review detailed specifications provided by the TA for an enhanced experience.

TECH ADVISOR FLOW

●  STREAMLINING SUPPORT

The TA Dashboard offers a comprehensive overview of open requests, enabling advisors to swiftly access customer messages and active inquiries. Additionally, advisors can seamlessly generate thread recommendations, reassign requests to other advisors, and efficiently resolve individual inquiries.

●  REAL_TIME COMMUNICATION

When a TA enables their Instant Call feature, they become available to receive customer calls at any time. Extending the customer call screen UI, we introduced a Call Accept modal and incorporated the Request Info feature, enabling TAs to view the request details provided by the customer.

●  SHARING KNOWLEDGE

At times, TAs may need to transfer an active request to another advisor. To streamline this task, we implemented an integrated contact search feature, enabling TAs to easily locate their colleagues. Additionally, we introduced a confirmation screen to minimise errors and alleviate customer frustration.

●  SUPPORT ON THE GO

The thread recommendation feature empowers TAs to support client requests even while on the go. Leveraging their extensive product knowledge, TAs can create recommendations from any location worldwide. We designed a clean and structured UI, simplifying the process into clear stages.

●  CLOSING THE LOOP

Once customers are fully satisfied that their inquiries have been addressed, TAs can mark the request as resolved. Alongside a summary of the resolution, all customer messages, files, and TA recommendations are archived for future reference.

●   GOT A PROJECT? LET'S TALK

hello@paulsummerfield.co
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